Alex Martinez
Alex is a Senior Product Marketing manager at OpenText with over 20 years experience working with customers and partners across multiple verticals with a strong focus on the Healthcare and Financial Services markets. He is keen on guiding customers through their digital transformation journey, taking a solution-oriented approach to solving their day-to-day problems.Impact of agent experience management on customer success and service
Customer success and customer service are two interconnected functions inside a business. Both are focused on ensuring customer satisfaction and loyalty but they have some…
An inside look at enterprise document accessibility for PDFs
Accessible PDFs are easy to use – enabling most people to view, read or interact with them. The goal is to create an inclusive experience…
• 4 minute read
Elevating contact center excellence
Contact centers face persistent challenges in ensuring optimal agent productivity and efficiency. OpenText™ Qfiniti Explore 24.1 emerges as a beacon of innovation, addressing the pressing…
• 2 minute read
The GenAI-driven contact center revolution
Contact center agents are the linchpin between organizations and their clientele. As the demand for exceptional customer service continues to rise in the total experience…
• 4 minute read
Navigating the landscape of digital accessibility
Over the past decade, the notion of a customer has changed significantly. How individuals engage with businesses, their evolving expectations, their demand for quicker responses,…
• 4 minute read
How is AI transforming enterprise document accessibility?
The rapid advancement of Artificial Intelligence (AI) is reshaping various industries, and one significant area where AI is poised to make a profound impact is…
• 4 minute read
How AI will transform speech-enabled IVRs
In the Total Experience economy, self-service speech-enabled Interactive Voice Response (IVR) systems play a crucial role in providing a seamless and efficient customer experience. IVR…
• 4 minute read
5 ways agent experience management improves CSAT and NPS scores
Agent experience management (AXM) is an imperative practice for creating a holistic and exceptional customer experience. If it’s not embraced organizations, it becomes very challenging…
• 4 minute read
What’s new in OpenText CX-E Voice
We are pleased to announce the 23.2 release of OpenText™ CX-E Voice. CX-E Voice delivers powerful applications to enhance your existing infrastructure – speech-enabled automated…
• 4 minute read
Can a performance and incentives gamification program drive agent performance?
In today’s fast-paced and ever-evolving contact center landscape, performance and efficiency are critical factors in achieving business success. To achieve optimal results, contact centers must…
• 5 minute read
Improve agent experience to impact total customer experience
Many organizations have spent a great deal of focus and technological investments to improve overall customer experience. The practice of customer experience (CX) management focuses…
• 5 minute read
What’s new in OpenText Qfiniti & Explore
Improving the customer experience (CX) is a top priority with senior management in any organization. To keep customer satisfaction high, you must be able to…
• 4 minute read
Make smarter decisions with customer insights and analytics
In a constantly evolving landscape, how can businesses stay ahead? The future of customer experience depends on data. One of the best ways to stand…
• 3 minute read
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